Fad3611 Service Recovery

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Amity Business School MBA Class of 2010, Semester III Service Recovery Prof. P K Bansal

CUSTOMER BEHAVIOUR COMPLAINT FITS THEIR NORM, MORE ALIENATED, CASUALLY CAN BECOME 'TERRORISTS' SOME WHAT ALIENATED ANGRY WITH PROVIDERS LESS ALIENATED FROM SOCIETY, COMPLAIN HAS SOCIAL BENEFITS DOUBT EFFECTIVENE NOT WORTH TIME AND EFFORT, PERSONAL VALUES PSYCHOLOGY DAMAGING NEGATIVE LESS LIKELY NO W.O.M COMPLAIN TO PROVIDERS, FRIENDS, THIRD PARTY NO FEEDBACK ACTIVELY COMPLAIN LEAST LIKELY ACTION ACTIVISTS IRATES VOICERS PASSIVE

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MGMT385DBR321 1. Initial Question: Service providers can deal with rude or inconsiderate customers by making sure that they remain professional. Just because the customer is rude does not mean that the service provider should also be rude. Service providers should avoid retaliation when dealing with rude customers. · How can you effectively deal with rude or inconsiderate customers? Primary Post: Dealing with rude or inconsiderate customers is a challenge for any business, regardless of sector. Companies need to have a strategy to handle these types of customers. It can be challenging to keep calm when a customer is disrespectful. Still, it is essential to remain professional to preserve the customer's trust in the business. The first step to effectively dealing with rude or inconsiderate customers is to remain calm and professional. It can be difficult not to take the customer's comments personally. Still, it is essential to remember that it is the business that the customer is upset with, not the service provider. The service provider should remain calm and polite, no matter how difficult the customer may be. It is essential to maintain a positive attitude, as this will help to de-escalate the situation. Listening to the customer and trying to understand their concerns is also necessary. Customers often become frustrated when they feel their problems need to be taken more seriously. By listening to the customer and acknowledging their concerns, the service provider can demonstrate that they take the customer's concerns seriously. This will help build trust and respect between the customer and the service provider and help diffuse the situation. The service provider should also be clear and direct when responding to the customer. This will help to ensure that the customer is clear on what is expected of them. The service provider should also be firm but not aggressive. Keeping a professional tone and not arguing with the customer is essential. If the customer continues to be rude or inconsiderate, the service provider should not retaliate (Punyatoya, 2018). While it can be difficult not to respond in kind, retaliating will only make the situation worse. Instead, the service provider should remain professional and try to de-escalate the situation. Service providers need to be empathetic when dealing with customers. This may mean taking a step back and understanding why a customer is acting in a certain way, such as being frustrated or overwhelmed. By understanding how the customer feels, the service provider can demonstrate that they are on the same side, which can help build rapport and de-escalate the situation. Additionally, showing empathy may help build trust and establish a connection with the customer, which can benefit both parties (Ngo et al., 2020). Furthermore, service providers should be patient and understanding, as customers may need help understanding all the details of the situation or product. An empathetic response can hel.

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